ng-voice

Support Engineer

• Own customer support tickets from first response to closure through Jira Service Management, email, phone, and chat
• Troubleshoot L1/L2 issues across Linux, IMS, SIP, Diameter, Kubernetes, and networking using logs, traces, packet captures, and monitoring data
• Provide clear and regular customer updates
• Escalate issues to senior engineers, Engineering, or Cloud with sufficient evidence
• Participate in major incidents by investigating, gathering data, and reporting findings to the incident lead
• Plan and run software upgrades and maintenance windows, including pre-checks, execution, validation, and rollback readiness
• Monitor selected customer environments and respond to alerts
• Flag risks before they become incidents
• Provide input for root-cause analyses and document findings from resolved issues
• Improve runbooks, SOPs, knowledge base articles, monitoring, and alerting
• Hand over tickets, incidents, maintenance activities, and customer commitments across regions
• Maintain ticket quality, SLA compliance, and follow-up across the queue
• Work in a global team across APAC, EMEA, and the Americas
• Participate in scheduled after-hours maintenance windows and an on-call rotation

Operation and Support Engineer